Showing papers in "Journal of Business & Industrial Marketing in 2012"
TL;DR: This paper explored four different patterns of how companies move from being product-focused to service-focused, and from having an organizational structure that is geographically focused to one that is customer-focused.
Abstract: Purpose – The paper aims to provide a better understanding of the interrelatedness of customer and service orientations in the organizational structures of capital goods manufacturing companies.Design/methodology/approach – A qualitative, multi‐case research design was employed using 36 European capital goods manufacturing companies.Findings – This article explored four different patterns of how companies move from being product‐focused to service‐focused, and from having an organizational structure that is geographically focused to one that is customer‐focused. The four patterns are termed as follows: emphasizing service orientation, service‐focused organizational structure, emphasizing customer orientation, and customer‐focused organizational structure.Research limitations/implications – Although the study is based on 36 case studies, the external validity (generalizability) of the findings could not be assessed accurately.Practical implications – The description of the four organizational approaches of...
127 citations
TL;DR: In this article, the authors developed a new concept called "customer needing" which emerged from the material collected in an industrial service setting and reported a case study of a typical high-technology industrial service with a strong outsourcing trend.
Abstract: Purpose – The present increasingly tough economic climate has uncovered the need to go beyond the prevailing seller‐oriented models and company practices in order to capture the factors that essentially drive buyer companies. What is needed is a genuinely customer‐side concept that corresponds to offering. The purpose of this study is to develop a new concept labeled “customer needing” which emerged from the material collected in an industrial service setting.Design/methodology/approach – The paper reports a case study of a typical high‐technology industrial service with a strong outsourcing trend. The empirical data consist of interviews with eight representatives from the seller company and 16 interviews from different customer companies.Findings – A needing is based on the customers' mental models of their business and business strategies that affect their priorities, decisions, and actions. It is itself a mental model of how the customer conceives the fulfillment of a specific task. In this paper the ...
116 citations
TL;DR: In this paper, a structural guide for data collection in a participant-oriented, B2B context is presented, along with key issues on how to plan, structure, and execute a b2B interview-based hermenuetic ethnographic study.
Abstract: Purpose – The authors aim to present a structural guide for data collection in a participant‐oriented, B2B context.Design/methodology/approach – A three‐stage interview process following the work of Seidman is presented, along with key issues on how to plan, structure, and execute a B2B interview‐based hermenuetic ethnographic study.Research limitations/implications – The framework presented in this paper provides strong theoretical foundation for further theory development in global industrial marketing research and managerial cognition research. However, given the conceptual nature of the research, empirical scrutiny and further conceptual and empirical research are required.Originality/value – There is a serious gap in the literature when addressing the issue of B2B contextual studies, focusing on managers, manufacturers, and various other professional personnel.
115 citations
TL;DR: In this article, business sustainability refers to the total effort of a company, including its demand and supply chain networks, to reduce the impact on the Earth's life and eco-systems.
Abstract: Purpose: "Business sustainability" refers to the total effort of a company - including its demand and supply chain networks - to reduce the impact on the Earth's life- and eco-systems. The objectiv ...
99 citations
TL;DR: In this paper, the authors investigated the effects of customer relationship management practices on customer satisfaction and firm performance in business-to-business (B2B) markets and found that enhanced customer satisfaction leads to better organizational performance in the B2B organization.
Abstract: Purpose – The purpose of this study is to investigate the effects of customer relationship management (CRM) practices on customer satisfaction and firm performance in business‐to‐business (B2B) markets.Design/methodology/approach – A model is developed and empirically tested through survey data obtained from 113 Turkish B2B companies.Findings – The results indicate that CRM adoption has a significant positive effect on both customer satisfaction and organizational performance in B2B settings. CRM adoption is also found to affect organizational marketing performance significantly, but not financial performance. Additionally, the results reveal that enhanced customer satisfaction leads to better organizational performance in the B2B organization. Environmental dynamism and competition was found to have a negative moderating effect on the relationship between customer satisfaction and organizational performance.Originality/value – The paper contributes to existing literature by incorporating customer‐facing ...
97 citations
TL;DR: In this article, the authors developed a model of mutual value creation and reciprocal return on relationships (RORR) assessment, which enables calculation of joint and separate gains from a relational business engagement.
Abstract: Purpose – Relationship is based on the idea of creating a win‐win situation for parties involved in a business engagement. The purpose of the article is to develop a model of mutual value creation and reciprocal return on relationships (RORR) assessment, which enables calculation of joint and separate gains from a relational business engagement.Design/methodology/approach – The approach takes the form of a conceptual analysis, which is tested empirically through a real‐life case. The empirical part is based on a longitudinal empirical study including several empirical cases.Findings – Following a practice matching process, resulting in mutual innovation and aligning of their processes, resources and competencies, the parties in a business engagement make investments in the relationship. This enables the creation of joint productivity gains. Valuation of joint productivity gains produces an incremental value, which can be shared between the parties through a price mechanism. Finally, based on this shared v...
88 citations
TL;DR: In this article, the authors explored the impact of competitive intelligence practices on the firm's performance in the emerging market context of India and found that Indian firms that exhibit higher levels of CI activities indeed achieve better financial performance results.
Abstract: – This paper aims to explore the impact of competitive intelligence (CI) practices on the firm's performance in the emerging market context of India. The paper seeks to answer the following questions: do CI activities have an impact on the market performance of Indian firms? If so, what are the macro and micro environmental drivers of CI for Indian firms? How are CI activities organized within Indian firms? How is the usage and dissemination of CI taking place within Indian firms?, – The study used a stratified sample developed from a variety of mailing lists focusing on Indian firms. The study employed a cross‐sectional, survey‐based methodology., – The study identifies two key aspects: Indian firms that exhibit higher levels of CI activities indeed achieve better financial performance results; and the current level of CI activities in Indian firms is at a moderate level, thereby suggesting an opportunity for using and implementing more sophisticated CI techniques., – The findings of this study should assist local and foreign managers in having a more informed understanding of CI activities in the Indian marketplace. Additionally, these findings provide directives to managers regarding the untapped opportunities and potential that CI can offer in a highly volatile and rapidly changing market scenario., – This is the first study that empirically investigates the relationship between the level of CI activities and firm performance in an emerging market context. It is also the first study of its kind that explores the current state of CI practices in the Indian market.
83 citations
TL;DR: In this paper, the authors investigated the benefits of a B2B co-branding strategy where the partner brands have different brand equity positions and found that very dominant partners gain a greater proportion of functional benefits (such as technical expertise) from the co-branching strategy.
Abstract: Purpose – Co‐branding strategies are now seen increasingly in business‐to‐business (B2B) settings, however, there has been little research in this area. This study aims to investigate the benefits of a B2B co‐branding strategy where the partner brands have different brand equity positions.Design/methodology/approach – This study employs a scenario approach incorporating three real multimedia software brands and three fictitious brands in nine hypothetical alliances over 97 respondents. Using repeated measures ANOVA, the study examines the balance of benefits derived from brand partnerships between high‐, medium‐ and low‐brand equity levels firms.Findings – It was found that brands with equivalent equity levels shared the benefits of the co‐branding equally, while lower equity brands benefited more from the alliance than higher equity partners. The results also suggest that very dominant partners gain a greater proportion of functional benefits (such as technical expertise) from the co‐branding strategy.Re...
69 citations
TL;DR: In this paper, a survey of 1,510 new ventures in Taiwan found that innovative performance is impacted by different aspects of the network structure, and that environmental uncertainty contributes to this impact.
Abstract: Purpose – Network structures are critical in the acquisition of resources; however, their impact on innovative performance remains unclear, especially in an uncertain environment. This study aims to advance research on network research by investigating how the configuration of the industrial environment shapes the relationship between network structures of a new venture and its innovative performance.Design/methodology/approach – Empirical support was derived from entrepreneurial survey data. Data were collected through a survey of 1,510 new ventures in Taiwan for this research study.Findings – The authors find that innovative performance is impacted by different aspects of the network structure, and that environmental uncertainty contributes to this impact. Overall, the authors find that network structure, innovative performance and environmental uncertainty together contribute to a contingent view of the conditions under which network boundary conditions impact innovative performance.Practical implicati...
68 citations
TL;DR: In this article, the authors aim at generating a better understanding of the design elements and related management practices of strategic account management programs, in order to assist firms wishing to design such programs.
Abstract: Purpose – The paper aims at generating a better understanding of the design elements and related management practices of strategic account management programs, in order to assist firms wishing to design such programs.Design/methodology/approach – The research process is based on systematic combining of literature, empirical data from interviews with nine multi‐national firms, interaction with the firms during the research, and the knowledge resource base of the Strategic Account Management Association.Findings – A strategic account management program (SAMP) is defined as a relational capability, involving task‐dedicated actors, who allocate resources of the firm and its strategically most important customers, through management practices that aim at inter‐ and intra‐organizational alignment, in order to improve account performance (and ultimately shareholder value creation). The research identified four inter‐organizational alignment design elements: account portfolio definition, account business planning...
68 citations
TL;DR: In this article, the authors focused on the perceived role of clusters in inter-firm cooperation and social networks and found that managers of firms which are part of clustered industries tend to perceive more benefits and opportunities for interfirm co-operation in marketing activities.
Abstract: Purpose – This paper aims to focus on the perceived role of clusters in inter‐firm cooperation and social networks.Design/methodology/approach – The study was carried out in a region of Latin America where limited research has been conducted in terms of inter‐firm relationships. Managers from three key natural resources‐based industries in Chile participated in the survey; one of these industries constituted a well‐defined cluster whereas the other two did not. The survey assessed managers' perceptions of the benefits and opportunities of inter‐firm cooperation in strategic marketing activities.Findings – Results support the advantages of clusters. Managers of firms which are part of clustered industries tend to perceive more benefits and opportunities for inter‐firm co‐operation in marketing activities. Additionally, significant differences between clustered and non‐clustered industries in terms of their co‐operation behavior and objectives were found.Research limitations/implications – The findings shed...
TL;DR: In this article, the authors explore strategies for visualizing the value of service-based offerings in a B2B context by taking a process perspective on the offering life cycle, and also aim at distinguishing which visualization strategies are most appropriate using at which life cycle stages.
Abstract: Purpose – The purpose of this paper is to explore strategies for visualizing the value of service‐based offerings in a B2B context. By taking a process perspective on the offering life cycle, this paper also aims at distinguishing which visualization strategies are most appropriate using at which life‐cycle stages.Design/methodology/approach – The study employed a qualitative, multiple‐case study research design involving five manufacturing firms.Findings – Primary findings are that firms need to make use of several different visualization strategies depending on, among other things, the key stakeholders and also where the firm's offering is currently positioned in the service‐based offering life cycle.Research limitations/implications – While the empirical data is from only one sector – i.e. manufacturing – managers from other B2B sectors should have an interest in the results and the key aspects identified. Further research could also establish linkages to performance metrics.Originality/value – Visuali...
TL;DR: In this article, a questionnaire survey was conducted in 239 manufacturing firms in north-west China, and the hyphotheses were tested using a structural equation model with LISREL software.
Abstract: Purpose – The paper aims to present how relationship value is created and how it influences the existing buyer‐supplier relationship and the buyer's performance. It seeks to introduce the construct of business relationship function to analyze why the business relationship is valuable and to investigate the links between business relationship function, relationship quality and buyer's performance. Moreover, it aims to investigate whether the availability of alternative suppliers changes the influence of business relationship function on relationship quality.Design/methodology/approach – A questionnaire survey was conducted in 239 manufacturing firms in north‐west China, and the hyphotheses were tested using a structural equation model with LISREL software.Findings – The results indicate that business relationship function has a direct as well as an indirect effect on buyer's performance through the mediating effect of relationship quality. The study also finds that business relationship function has a stro...
TL;DR: The authors identify critical aspects of Chinese-Western intercultural guanxi relationships that have largely been ignored as a domain for study in international business and industrial marketing, and suggest a way forward.
Abstract: Purpose – This article aims to identify critical aspects of Chinese‐Western intercultural guanxi relationships that have largely been ignored as a domain for study in international business and industrial marketing, and to suggest a way forward.Design/methodology/approach – A theme analysis across a range of academic and business journal articles is undertaken to capture major themes involving China‐focused research that relates to international business and industrial marketing, and also to locate critical themes that may have been overlooked.Findings – Intercultural interaction at a personal level is both unavoidable and critical for successfully doing business with China. This study introduces the term guanxi gateway ties to highlight a special class of facilitating relationships that can emerge through interactions between guanxi insiders and guanxi outsiders. Insiders and outsiders can meet and work together in this middle‐cultural territory for the instrumental purpose of obtaining passage through t...
TL;DR: In this paper, a case study on the development of Finnish Mobile TV in an innovation-generating business network comprising a heterogeneous range of actors is presented, showing that coordination of such networks combines management and orchestration.
Abstract: Purpose – In this study the authors seek to discuss and empirically analyze coordination mechanisms in innovation‐generating business networks. Their aim is to explore how these coordination mechanisms, as well as the roles of actors, evolve during the development of such networks.Design/methodology/approach – The paper analyses an in‐depth single case study on the development of Finnish Mobile TV in an innovation‐generating business network comprising a heterogeneous range of actors.Findings – The findings suggest that coordination of innovation‐generating business networks combines “management” and “orchestration”, both of which have their distinct roles throughout the development of the network. The latter is used throughout the case in question to communicate vision and build social capital, and the former to coordinate phases closer to commercialization.Research limitations/implications – The study provides novel evidence in explicating how network coordination mechanisms of management and orchestrat...
TL;DR: In this article, the authors examined the means by which influence strategies and social mechanisms (trust and shared vision) influence the flexibility of suppliers, and its ultimate effect on the performance of manufacturers.
Abstract: Purpose – This study aims to examine the means by which influence strategies and social mechanisms (trust and shared vision) influence the flexibility of suppliers, and its ultimate effect on the performance of manufacturers.Design/methodology/approach – This study bases the major components of marketing research on previous studies related to influence strategies and flexibility in the supply‐chain. This empirical study utilized 162 SMIT survey samples.Findings – Results show that using coercive influence strategies and developing a shared vision promote supplier flexibility and fully mediate the effects of trust on supplier flexibility. In addition, supplier flexibility has a significant positive impact on the performance of manufacturers.Research limitations/implications – The perceptions of manufacturers regarding influence strategies and social mechanisms formed the basis of this study. Future studies could focus on the reciprocal strategies of suppliers, and the influence of these actions on the eff...
TL;DR: In this article, the authors identify structural and relational factors influencing the upstream channel management of organized retailers in India, and suggest that government regulations influence the supply chain structure in India and foster trust between channel partners, which leads to collaborative partnerships.
Abstract: Purpose – This paper's aim is to identify structural and relational factors influencing the upstream channel management of organized retailers in India.Design/methodology/approach – In‐depth interviews were conducted with 15 organized retailers and two manufacturers in India. Data were analyzed using the thematic network analysis technique from qualitative research. The authors use the framework of institutional theory to guide the discussion.Findings – The findings suggest that government regulations influence the supply chain structure in India. Relational bonds offset the uncertainty borne of weak institutions. Informational transparency and long‐term orientation foster trust between channel partners. This trust, in turn, leads to collaborative partnerships.Research limitations/implications – The findings have implications for multinationals planning to enter the Indian retail industry. There is a need to understand complex regulatory and social institutions in India. The uniqueness of these institutio...
TL;DR: In this article, a model was tested using survey data collected from salespeople and their respective sales managers within a print media company located in India and the results suggest an interesting interplay between interpersonal traits and pro-social sales behaviors.
Abstract: Purpose – Factors such as globalization and market size have made India a major consideration for multinational firms and their salespeople. Despite the appeal of the market, the majority of theories and empirical studies of sales have been based on Western thought and within a Western context. This study seeks to address the issue of what interpersonal traits impel outcomes and behaviors of Indian salespeople.Design/methodology/approach – A model was tested using survey data collected from salespeople and their respective sales managers within a print media company located in India. A structural equation model was used to test the hypotheses.Findings – The results suggest an interesting interplay between interpersonal traits and pro‐social sales behaviors. Empathy proneness was positively related to helping behaviors targeted at other salespeople, while guilt proneness was positively associated with behaviors targeted at customers.Practical implications – The research suggests that a salesperson's capaci...
TL;DR: In this paper, the influence of network partner knowledge and internal relationship quality on company performance and customer relationship quality is evaluated by using a sample of 264 companies operating in B2B markets and by structural equation modeling.
Abstract: Purpose – Marketing is the area of coexistence of various research traditions with regard to relational phenomena. This study aims to contribute to limiting the gap between these traditions by testing the influence of network partner knowledge and internal relationship quality on company performance and customer relationship quality.Design/methodology/approach – This is a research paper where hypotheses are derived from prior studies referring to relationship marketing, B2B networks and internal marketing. The hypotheses are tested by using a sample of 264 companies operating in B2B markets and by structural equation modeling.Findings – Customer relationship quality is empirically supported here as a factor mediating influence of network partner knowledge and internal relationship quality on company performance. The proposition of this paper is that company ability to deal effectively with a network in which it is embedded (including internal network) is the antecedent of dealing with customer relationshi...
TL;DR: In this article, the authors present the conceptualization and measurement of knowledge generation competence (KGC) as the fundament for a firm's internal knowledge generation and assess different antecedents of the knowledge generation.
Abstract: Purpose – This study aims to present the conceptualization and measurement of knowledge generation competence (KGC) as the fundament for firm's internal knowledge generation. Furthermore, it seeks to assess different antecedents of a firm's KGC and its potential for improving a firm's innovativeness.Design/methodology/approach – Data were collected by nationwide mail survey in the German automation and the consulting industry. The final sample consists of 110 respondents (response rate of 32.9 percent). The measurement model was tested by using structural equation modeling applying partial least squares (PLS) estimation. PLS was also used to investigate the relationships between KGC, its antecedents and innovativeness.Findings – The findings support the conceptualization and measurement of knowledge generation competence (KGC). The included dimensions explained 47.6 percent of the variance of knowledge generation competence. Furthermore, most of the relationships included in the research model were suppor...
TL;DR: In this paper, the role of market orientation as a relationship property is examined at the inter-firm level and is related to the new product development (NPD) activities of alliances.
Abstract: Purpose – This study aims to examine the role of market orientation as a relationship property This property, labeled “alliance market orientation”, is at the inter‐firm level and is related to the new product development (NPD) activities of alliances The main objectives of this article are: to define the alliance market orientation; to argue that it is a major factor in NPD alliance success; and to argue that the resource‐advantage (R‐A) theory of competition can provide a theoretical foundation for this concept and explain its contribution to alliances' NPD successDesign/methodology/approach – The paper is conceptual in approachFindings – In their efforts to strengthen relationships, alliances may tend to focus so much time on the relationship factors that they miss market opportunities As a spanning process, NPD should be informed by both external and internal activities alliance market orientation assists alliances in guiding NPD activities from outside to inside and vice versa As a dynamic and
TL;DR: In this paper, a new theoretical model based on the AAR framework (actor bonds, activity links and resource ties) was proposed to examine the effects of the identified buyer-supplier relationship elements on four indicators of relative competitive advantage for the buyer firm.
Abstract: Purpose – This paper aims to propose a new theoretical model based on the AAR framework (actor bonds, activity links and resource ties) to examine the effects of the identified buyer‐supplier relationship elements on four indicators of relative competitive advantage for the buyer firm.Design/methodology/approach – The paper bases its findings on data gathered through a survey of 216 key informants within the Australian manufacturing sector. AMOS v. 18 is used to perform confirmatory factor analysis and to estimate a structural model of the proposed hypotheses.Findings – The paper finds support for the notion that actor bonds between the firm and its largest supplier provide a source of competitive advantage that result in higher relative customer satisfaction, innovation, market efficiency and market effectiveness for the buyer firm. The paper also supports the notion that a positive relationship between information sharing and asset efficiency exists.Practical implications – This paper demonstrates that ...
TL;DR: In this article, a conceptual framework explaining drivers of service brand equity is provided, which refers to the trade show industry as an example for an international, highly competitive environment, where service providers face the challenge to differentiate themselves from competing brands.
Abstract: Purpose – This paper's aim is to provide a conceptual framework explaining drivers of service brand equity. It refers to the trade show industry as an example for an international, highly competitive environment, where service providers face the challenge to differentiate themselves from competing brands. Based on a comprehensive literature review, the paper develops a conceptual model of service brand equity. The paper concludes with directions for further research and managerial implications.Design/methodology/approach – The paper is a conceptual work, which derives research propositions from an extended literature review.Findings – It is proposed that a service provider's competence relates positively to a service customer's purchasing value which, in turn, leads to customer service satisfaction and service brand equity. The paper further posits that the provider's service concept, service processes, and service system are constituents of service competence, thus representing crucial determinants of se...
TL;DR: In this paper, conceptual frameworks developed from a general theory of competition, i.e., resource advantage (R•A) theory, can facilitate managerial action, and five conceptual frameworks are developed and offered for the purposes of managerial action.
Abstract: Purpose – The purpose of this paper is to illustrate that conceptual frameworks developed from a general theory of competition, i.e. resource‐advantage (R‐A) theory, can facilitate managerial action.Design/methodology/approach – After a brief overview of resource‐advantage (R‐A) theory, five conceptual frameworks are developed and offered for the purposes of managerial action.Findings – This paper identifies several conceptual frameworks and after noting that conceptual frameworks that do not have positive theoretical foundations may not be as useful as those that do, develops five conceptual frameworks that are based on R‐A theory.Practical implications – The conceptual frameworks developed in this paper have great potential for facilitating managerial action.Originality/value – Conceptual frameworks that have positive theoretical foundations can be very useful for practitioners. In fact, the frameworks proposed in this paper can replace frameworks that are currently in use for managerial action.
TL;DR: In this paper, the authors explore the link between selected market orientation dimensions, HRM, and innovation, and their impact on organizational performance before and during the current economic crisis in Slovenia, finding that customer expectations regarding trust and long-term performance have a positive impact on HRM practices within a firm, that HRM positively impacts organizational performance, and that innovation unexpectedly impacts it.
Abstract: Purpose – The purpose of this paper is to explore the link between selected market orientation dimensions, HRM, and innovation, and their impact on organizational performance before and during the current economic crisis in Slovenia.Design/methodology/approach – The data for the analysis are drawn from a longitudinal cross‐sectional study of the 101 best Slovenian employers between 2008 and 2009. Altogether, over 15,000 respondents and more than 170 companies took part in the study, making it the largest of its kind in Slovenia and southeast Europe. The research method applied in the paper is exploratory and consists of simple paired comparisons of univariate and bivariate statistics, as well as factor analysis, regression analysis, and correlation analysis.Findings – The results show that customer expectations regarding trust and long‐term performance have a positive impact on HRM practices within a firm, that HRM positively impacts organizational performance, and that innovation unexpectedly impacts it ...
TL;DR: In this paper, the authors provide an exploratory empirical study of the variables that are part of the return on trade show information (RTSI) concept, which is based on the use and value of information gathered at a trade show.
Abstract: Purpose – This paper seeks to provide an exploratory empirical study of the variables that are part of the return on trade show information (RTSI) concept, which is based on the use and value of information gathered at a trade show.Design/methodology/approach – The research is designed to explore relationships and identify those variables that are a particularly important part of the RTSI concept. The paper provides an exploratory test of the relationship between a series of variables that are related to the value of information gathered at trade shows. Data were collected from trade show attendees approximately 60 days after the trade show. A multiple regression model was developed that explores the relationship between the dependent variable that focuses on information value and the independent variables on various aspects of information acquisition, information dissemination, and information use.Findings – The final multiple regression model found a significant relationship for several variables and ha...
TL;DR: In this article, the antecedents of relationship learning in partnerships and a research model that explains relationship learning through three complementary constructs: relational practices, social capital and suppliers' relationship-specific investments.
Abstract: Purpose – This study aims to examine the antecedents of relationship learning in partnerships and develop a research model that explains relationship learning through three complementary constructs: relational practices, social capital and suppliers' relationship‐specific investments.Design/methodology/approach – The study examines data drawn from interviews regarding 195 customer‐supplier relationships from the metal and electronics industries. In terms of methodology, the study employs structural equation modelling.Findings – The findings indicate that relational practices, social capital and supplier's relationship‐specific investments explain relationship learning to a great extent.Research limitations/implications – The present study has some limitations, such as the use of cross‐sectional data and a limited sample size. More empirical research is needed on the antecedents and mechanisms of relationship learning as well as the interactions among antecedents.Practical implications – The results sugges...
TL;DR: In this article, the authors developed the construct of affective commitment in business-to-business relationships between customers and suppliers, as well as introduced the concept of personal commitment for suppliers.
Abstract: PurposeThe purpose of this conceptual paper is to develop the construct of affective commitment in business-to-business relationships between customers and suppliers, as well as to introduce the ps ...
TL;DR: In this article, a conceptual model explains how components of CPV, episodal value can be transformed into total relationship value mediated by satisfaction, value added services, loyalty, commitment, trust and relationship quality.
Abstract: Purpose – Interactions and on‐going relationships are crucial for organizations to create satisfactory value propositions for customers and meet their evolving needs. Understanding the behavioural and temporal aspects of value creation from a customer's perspective is crucial as customer perceived value (CPV) is dynamic and contextual, and evolves over time. This enables firms to develop value laden offerings and bind customers through interdependent relationships. This paper aims to focus on these issues.Design/methodology/approach – Extant literature review on CPV and relationship marketing (RM) reveals the behavioural and temporal aspects of relationship building and the role of CPV in generating desirable relationship outcomes.Findings – A conceptual model explains how components of CPV, episodal value can be transformed into total relationship value mediated by satisfaction, value added services, loyalty, commitment, trust and relationship quality.Research limitations/implications – The model describ...
TL;DR: In this paper, the authors conducted surveys of 148 multinational service firms operating in India and 126 local and indigenous Indian service firms belonging to the financial services industry to investigate the issue of new service development in an emerging market.
Abstract: Purpose – Few research studies have been done to investigate the issue of new service development (NSD) in an emerging market. To address this gap in the literature the aim of this paper is to document a study of the NSD process and the strategy of business‐to‐business financial service firms in India.Design/methodology/approach – The author conducted surveys of 148 multinational service firms operating in India and 126 local and indigenous Indian service firms belonging to the financial services industry.Findings – The findings suggest that significant differences exist between multinational service firms operating in India and local/indigenous Indian firms. That is, service firms belonging to these two varied groups use different strategies to compete in the industry and emphasize different sets of development stages in service innovation.Research limitations/implications – The analysis has been restricted to one emerging market, i.e. India. This suggests the need for further studies of NSD in other eme...